In this episode, we explore how True Classic, a men's apparel brand, is leveraging AI to transform its customer support with Jordan Gesky, Senior Customer Experience Manager.
We look at True Classic’s journey from rule-based automation to generative AI across multiple channels. Jordan talks about how their AI assistant, Crue, now handles customer service inquiries through chat, email and phone channels and how that’s reduced costs and time to resolve.
We get into the practicalities of AI in customer service, including continuous auditing, clear guidelines and giving AI a brand voice. Jordan explains how True Classic trains their AI using agent conversations and FAQs and how they integrate it with their Shopify account, returns portal and product catalogue to create a self-service solution.
We also talk about the challenges of AI implementation, from hallucinations to customer data security and how True Classic approaches AI governance through transcript reviews and CSAT monitoring.
Shownotes:
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